AccountId: 011433970860
ContactId: f64333d6-8d70-4936-9ee0-cd55e5f212f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321109 ms
Total Talk Time (AGENT): 160584 ms
Total Talk Time (CUSTOMER): 138261 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f64333d6-8d70-4936-9ee0-cd55e5f212f0_20250221T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm doing good. Uh it's Friday.
[CUSTOMER][NEUTRAL] Sure. Yes, ma'am, me too. I am, I am. So I have the admin on the line for group 17559.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the line everything has been verified. So first she called and I helped her on the previous phone call getting with the the user name for the OSC because she couldn't get signed in. Well now I've got her right back on the line and she says she received an email regarding a past due invoice for October. It's invoice 6369353.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So now that she's logged in, she sees that invoice but she says that there is showing an $85.22 dollars credit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she has a question about that.
[AGENT][NEUTRAL] OK, OK, I see that on here, um, yeah, you can send it to me. I'll have to look and see what that credits for since whoever put it on there didn't say, um.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But yeah, you can send it to me.
[CUSTOMER][POSITIVE] OK, well, thank you so very much, [PII], and if I do not talk to you again, have a wonderful weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII]. You too.
[CUSTOMER][POSITIVE] All right, thanks a lot. OK, here comes my land. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes you are. Hi [PII].
[AGENT][NEUTRAL] Hi. Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good and you? Thank you for asking.
[AGENT][NEUTRAL] Good, I'm doing well thank you uh so I've got, um, [PII] sent you over to me and she gave me your group information so I've got the group pulled up, um, and she let me know that you were calling about the outstanding October invoice and that you had a question about the credit that was listed on there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, there's a credit listed here for [PII].
[AGENT][NEUTRAL] Yes, I see that. Let me take a look and see, um, it looks like somebody.
[CUSTOMER][NEUTRAL] I don't know what happened to this bill.
[AGENT][NEUTRAL] Did it list the what the credit was for on here so let me see give me one moment and let me see if I can pull up what that credit is for. Let's see, looks like we've got um we've got a credit on file for 8522 and it says that it's an overpayment on the [PII] invoice, um, so let me pull up that invoice real quick and see what happens. Let me pull up that April invoice, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, so we put in an overpayment on April um let me pull up the payment you guys sent, um, and see if there was anything listed, you know, that would.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] That's fine. I just, I, I would like to apply this 8 8522 that we have as credit to this October bill that we have outstanding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am. It looks like it's on here, so the total due is $72.76 for October.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what I was getting at. So this is the actual payment that is due, that the [PII].
[AGENT][NEUTRAL] Uh yes, ma'am. That's how much is due um after that credit. Mhm.
[CUSTOMER][NEUTRAL] OK, so how do I
[CUSTOMER][NEUTRAL] I'm here online. How can I submit this online through through my checking account? What is it that I have to do on the bar?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, do you have it opened up where your billing details have, OK, so do you see the line it has, um, add save changes, cancel changes, and submit invoice?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct, I see it.
[AGENT][NEUTRAL] OK, so click submit invoice and then it will walk you through scheduling an EFT payment. You can choose check or EFT.
[CUSTOMER][NEUTRAL] Submit invoice OK.
[CUSTOMER][NEUTRAL] Check by mail.
[AGENT][NEUTRAL] And so if you choose that EST option it should let you schedule a payment. Now you won't be able to schedule it for today. um I'm not sure if it will let you schedule it on the weekend.
[CUSTOMER][NEUTRAL] So, can I make a, I can make like a, a check with a check?
[AGENT][POSITIVE] You can if you want to, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the ban is in 7275.
[AGENT][NEUTRAL] You can just select that check option.
[CUSTOMER][NEUTRAL] OK, yeah, same.
[CUSTOMER][NEUTRAL] From account. OK, no account on file. So um it's asking me like to add an account, I guess.
[AGENT][NEUTRAL] OK, yes ma'am. If you don't have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?